1.18.4 Knowledge Services

Manual Transmittal

January 25, 2021


(1) This transmits revised IRM 1.18.4, Distribution, Knowledge Services.

Material Changes

(1) IRM, Acronyms, reordered Acronyms table to alphabetize entries.

(2) IRM, Information Technology Application Development and Program Management, through IRM, Unified Work Requests (UWR) Submissions Processing renumbered to IRM, Information Technology Application Development and Program Management, through, Unified Work Requests (UWR) Submissions Processing, as stand-alone sections under IRM, Business Requirements Systems Integration (BRSI).

(3) IRM, Knowledge and Resources Management Section (K&RM), is renumbered to, Knowledge and Resources Management Section (KRM). This information has been reformatted as stand-alone information instead of subsections under, Business Requirements Systems Integration (BRSI) in the prior revision.

(4) IRM, Information Technology Application Development and Program Management, formerly IRM, Information Technology Application Development and Program Management, replaced GSS-37 with GSS-21 to identify the General Services System related to CAPS.

(5) IRM, Media & Publication (M&P) Knowledge Management Program, is renumbered to, Media & Publications (M&P) Knowledge Management Program, as stand-alone information instead of a subsection under the previous, Business Requirements Systems Integration (BRSI).

(6) IRM, Blanket Purchase Agreement Support, is removed as the blanket purchase agreement expired and was not renewed. We renumbered subsequent subsections accordingly.

(7) IRM, IRS.gov Content Management, is renumbered to This information is stand-alone information and not a subsection of, Business Requirements Systems Integration (BRSI) as in the prior revision.

(8) IRM, IRS.gov Help Desk Comments, is renumbered to, IRS.gov Help Desk Comments. This is stand-alone information and not a subsection of, Business Requirements Systems Integration (BRSI) as in the prior revision.

(9) IRM, Media & Publication (M&P) Resource Center SharePoint Site Administration, is renumbered to, Media and Publications (M&P) Resource Center SharePoint Site Administration.

(10) IRM, Alternative Media Center (AMC), renumbered to IRM, Alternative Media Center (AMC), reorganized and rewritten for clarity.

(11) IRM, IRS.gov Content Management, added description of newly realigned M&P Publishing and Distribution Content Management task.

(12) IRM, Alternative Media Center (AMC) Products, new section added to provide clarity on the types of products offered, methods of ordering, and delivery schedules.

(13) IRM, AMC Services, new section added to provide clarity on the types of services offered, including training curriculum for employees and accessible formats.

(14) IRM, Conversion of Taxpayer Notices, new section added to provide clarity on how to obtain taxpayer notices in alternative media formats.

(15) IRM, AMC Marketing and Collaboration, new section added to include information on how the AMC markets and promotes the products and services provided.

(16) Made editorial changes throughout to:

  • Update organizational information.

  • Follow required document formatting, including Internal Controls and Material Changes.

  • Reorganize the IRM after adding or removing any substantive content.

  • Adhere to Plain Writing requirements.

Effect on Other Documents

This update supersedes IRM 1.18.4 dated January 17, 2018.


Media and Publications (M&P) employees

Effective Date


Michele L. Page
Director, Distribution
Wage & Investment

Program Scope and Objectives

  1. Purpose: The manual describes policies and guidelines for Knowledge Services Branch employees. The overall knowledge services and systems management support for Media and Publications, Publishing and Distribution resides with the Wage & Investment (W&I) commissioner.

  2. Audience: This IRM is for the Knowledge Services employees who provide services to all Publishing and Distribution electronic systems and applications.

  3. Policy Owner: The Knowledge Services Branch is aligned in Wage & Investment (W&I)/Customer Assistance Relationships and Education (CARE)/Media and Publications (M&P)/Distribution (D).

  4. Program Owner: Knowledge Services Branch oversees and provides guidance for Publishing and Distribution electronic systems.


  1. Knowledge Services Branch (KS) provides knowledge services, business applications, and accessibility support for Publishing and Distribution programs. Knowledge Services Branch works closely with IRS Information Technology (IT) to make sure that all Publishing and Distribution electronic systems and applications function to provide the highest quality electronic products and services available.

Roles and Responsibilities

  1. Knowledge Services Branch includes three sections:

    • Business Requirements Systems Integration (BRSI)

    • Knowledge and Resources Management (KRM)

    • Alternative Media Center (AMC)


  1. We use the following acronyms throughout the IRM.

    Acronym Definition
    AMC Alternative Media Center
    BRSI Business Requirements Systems Integration
    CAPS Computer Assisted Publishing System
    CARE Customer Assistance Relationships and Education
    CAS Customer Accounts System
    COR Contracting Officer’s Representative
    CROPP Core Repository of Publishing Products
    ELITE Enterprise Logistics Information Technology
    ESN Electronic Status Notice
    ICPP Internal Content Publishing Process
    IPP Invoice Processing Platform
    KRM Knowledge and Resources Management
    KM Knowledge Management
    KSB Knowledge Services Branch
    M&P Media and Publications
    NDC National Distribution Center
    OSMS Order and Subscription Management Systems
    POC Point of Contact
    PTS Project Tracking System
    SME Subject-Matter Expert
    TIPS Technology Integration and Project Support
    UWR Unified Work Request
    WRMS Work Request Management System
    XML eXtensible Markup Language

Related Resources

  1. Available resources include:

    • Electronic Publishing website - http://www.publish.no.irs.gov

    • Forms, Instructions, and Publications - https://www.irs.gov/forms-instructions

    • Internet Content Publishing Process - http://win.web.irs.gov/icp/wi_icp.htm

    • W&I/M&P Resource Center SharePoint - https://organization.ds.irsnet.gov/sites/wi-care-MP/default.aspx

    • SharePoint Email Address - wi.mp.sharepoint.admin@irs.gov

    • Accessible Forms and Publications - https://www.irs.gov/forms-pubs/accessible-irs-tax-products

    • Order and Subscription Management System - http://caps-as.enterprise.irs.gov/osms/views/homePage.xhtml

Business Requirements Systems Integration (BRSI)

  1. BRSI section responsibilities include:

    • Information Technology Budgeting

    • Information Technology Application Development and Program Management

    • Computer Assisted Publishing System (CAPS) Management

    • Enterprise Logistics Information Technology (ELITE) Management

    • eXtensible Markup Language (XML) Support

    • Unified Work Requests (UWR) Submission Processing

    • IRS.gov Help Desk Comments Processing

Information Technology Budgeting

  1. BRSI analysts manage the IT budget for CAPS and ELITE in the Media and Publications (M&P) organization. In this capacity, they:

    1. Gather and monitor IT requirements

    2. Meet with management to review IT requirements and budget

    3. Work with appropriate IT organizations, Technology Integration and Project Support (TIPS), and M&P division technology advisors to ensure that IT requirements and budget needs are properly communicated and that funds are available for annual maintenance costs and new purchases

  2. They work closely with members of other organizations (e.g., Procurement, Accounting, IT) to resolve IT issues and problems using a combination of spreadsheets and online applications (including the IT Project Tracking System (PTS), Work Request Management System (WRMS), and the Invoice Processing Platform (IPP)) to ensure requirements are funded and requisitions are processed timely.

Information Technology Application Development and Program Management

  1. BRSI analysts provide IT solutions to serve the business needs of the M&P user community. They collaborate with business representatives to collect data and manage business, functional, and technical requirements. The analysts identify and resolve application issues and monitor the progress of all application development. BRSI analysts use the CAPS M&P IT Request and Work Request systems as communication tools to facilitate these tasks.

  2. BRSI analysts coordinate application software procurements for the M&P organization, including new software and services, and ongoing maintenance contracts for existing components. The analysts submit Unified Work Requests (UWR) detailing necessary updates to IT via WRMS for tracking and coordination purposes. BRSI analysts create requisitions in the Invoice Processing Platform (IPP) and prepare any required supporting documents.

  3. BRSI participates in and provides oversight for Federal Information Security Management Act (FISMA) activities for GSS-21 (CAPS-I) and ELITE. This includes facilitating meetings with various IT business units, CyberSecurity, and system development and test team members for the Security Assessment and Authorization certification process. BRSI ensures compliance with FISMA requirements that includes:

    1. Planning for system security

    2. Reviewing and monitoring the security controls on a regular basis

    3. Participating in system security testing annually

    4. Developing and maintaining action plans for remediation of security weaknesses

Computer Assisted Publishing System (CAPS) Management

  1. CAPS hosts locally-developed and Commercial Off-The-Shelf (COTS) software applications that support the design, composition, requisitioning, printing procurement, and job tracking for all IRS published products. These include the Core Repository of Published Products (CROPP), the Electronic Publishing website at http://www.publish.no.irs.gov, and "Page 1," which is a group of M&P intranet pages.

  2. BRSI analysts manage CAPS, including database and application software maintenance and administration. IT Enterprise Operations provides operational support for CAPS hardware and system infrastructure software (including installation, upgrade and maintenance, security administration, and monitoring).

  3. Contractors perform most of the technical work on CAPS. BRSI contracting officer’s representatives (CORs) provide support and oversight for the contract work performed.

Enterprise Logistics Information Technology (ELITE) Management

  1. BRSI analysts manage ELITE. Distribution employees use ELITE to manage distribution programs, forecast printed products, and manage National Distribution Center operations. Customer Accounts System (CAS) employees enter orders into a separate ELITE application.

  2. BRSI analysts work with other Distribution employees to develop ELITE requirements and manage its Total Information Processing Support Services contract. Contractors perform software maintenance and interpret requirements and program changes.

eXtensible Markup Language (XML) Support

  1. Through contracted staff, BRSI provides XML authoring and/or composition support for a wide range of IRS published products, including tax forms instructions, taxpayer information publications, the Internal Revenue Manual (IRM), the Internal Revenue Bulletin (IRB), tax topics, and revenue procedures. This includes help desk support for XML authors Servicewide who use Arbortext Editor software.

Unified Work Requests (UWR) Submissions Processing

  1. BRSI analysts manage UWR submissions from M&P to the IT organization by:

    • Receiving, reviewing, and validating completeness of submissions

    • Providing assistance to M&P initiators

    • Pre-coordinating requests with IT and W&I TIPS

    • Submitting UWRs in WRMS

    • Tracking the status of submissions to ensure timely responses are provided to IT

Knowledge and Resources Management Section (KRM)

  1. KRM section responsibilities include:

    • M&P Knowledge Management Program

    • M&P Resource Center SharePoint Site Administration

    • IRS.gov Content Management

    • Media and Publications (M&P) Publishing and Distribution Content Management

Media and Publications (M&P) Knowledge Management Program

  1. M&P’s Knowledge Management program incorporates the principles of knowledge retention, knowledge management, and knowledge sharing into the M&P administrative and production framework to leverage, share, and transfer the wealth of knowledge of M&P employees to their successors, thus aiding the future success of the M&P mission.

  2. KRM designs, develops, tests, implements, and promotes tools to foster knowledge collection and sharing. The tools include:

    • After-action reviews

    • Knowledge and information-sharing templates

    • Publicly available and searchable knowledge repositories

    • Process maps and lessons learned articles

    • Other tools derived from private industry and federal government best practices

  3. KRM uses knowledge management expertise to provide M&P with tools to promote a knowledge-sharing environment and helps other M&P functions by:

    1. Facilitating after-action reviews

    2. Collecting lessons learned

    3. Interviewing management-selected current and departing employees

    4. Developing process maps

    5. Training new M&P employees on the tools and techniques of Knowledge Management (KM)

    6. Consulting on KM activities throughout the organization

    7. Researching and implementing other techniques as appropriate

  4. KRM solicits and analyzes submissions from M&P employees for knowledge-sharing topics, derives and drafts knowledge articles for sharing on the M&P knowledge management website, and provides expertise and assistance regarding social collaboration.

Media and Publication (M&P) Resource Center SharePoint Site Administration

  1. KRM section employees administer the M&P resource center SharePoint site at https://organization.ds.irsnet.gov/sites/wi-care-MP/default.aspx in collaboration with site administrators in M&P business units. This SharePoint site contains descriptive documents and references that M&P functions use in collaborative efforts throughout M&P and affords collaboration and repository functionality amongst all M&P functions. IT manages the SharePoint infrastructure (servers), provides governance policies and standards, and resolves application issues.

  2. KRM leads a team of SharePoint site administrators that includes one or more employees from the Distribution, Publishing, and Tax Forms and Publications functions of M&P. This team recommends and implements overall site policies and enforces adherence to IRS SharePoint and Web standards. Each site administrator manages their function’s sub-sites, Web content, and document libraries within their organizational and program boundaries, and the KRM site collection administrator retains responsibility for the M&P SharePoint site homepage and other cross-organizational M&P content.

  3. Administration responsibilities include:

    1. Create, populate, and maintain user groups

    2. Manage user access rights (e.g., granting and revoking user inclusion in policy groups during temporary assignments and revoking access rights for separated employees)

    3. Collect, analyze, and report on Web statistics

    4. Troubleshoot and resolve user issues and elevate to the IT Help Desk when appropriate

    5. Respond quickly to website outages and work with IT to restore Web access

    6. Analyze and respond to user requests for SharePoint objects, such as sub-sites, custom lists, and document libraries

    7. Probe and resolve broken hyperlinks

    8. Provide and control access to the DSTEST development and test environment

    9. Analyze, test, approve, and launch custom Web functionality

    10. Respond to inquiries directed to the team's e-mail box; *W&I Map SharePoint Admin at wi.mp.sharepoint.admin@irs.gov

    11. Apply and manage appropriate site features to address user business requirements (SharePoint site settings)

  4. Content responsibilities include:

    1. Solicit or develop fresh content for announcements on the M&P Resource Center homepage

    2. Develop and manage content for the main M&P site, collaborating with the Planning and Analysis branch of M&P

    3. Develop and manage content for the M&P Career Services site, collaborating with the employment specialists in the Strategic Planning and Analysis offices of each function

    4. Develop and manage content for specialized content on other M&P sub-sites that cross organizational boundaries

    5. Develop and maintain keyword searches for site collection

  5. The site collection administrator, a KRM section employee, also has other duties in addition to the content and administration duties listed earlier. Those additional duties include:

    1. Represents M&P on IRS SharePoint governance forums

    2. Serves as liaison to W&I SharePoint nonexecutive councils

    3. Maintains website collection registration

    4. Manages site collection quotas and obtains Web resources from IT as appropriate

    5. Maintains overall site design to preserve standardization, usability, and consistency throughout the organization

    6. Collects, analyzes, and reports on overall Web usage and other statistics

    7. Ensures that function site administrators have appropriate training in SharePoint and Section 508 accessibility issues and provides coaching and assistance

IRS.gov Content Management

  1. KRM analysts use a content management application to administer Web content on IRS.gov for Distribution at https://www.irs.gov/forms-instructions in their roles. Working with creators/publishers and page stewards across the division, KRM analysts manage Distribution content to ensure the information is technically correct, remains current, and is updated timely or removed as appropriate. They also work with Online Services Web analysts and Content Area Administrators from other business units as needed to revise or remove content. Detailed guidelines, procedures, roles, and responsibilities for Wage & Investment (W&I) Internet content management are maintained in IRM 11.55.1, Internet Content Publishing Process (ICPP) Management Document.

IRS.gov Help Desk Comments

  1. The Knowledge and Resources Management (KRM) section provides a point-of-contact (POC) for the Publishing and Distribution functions for questions relating to content pages on IRS.gov. A W&I POC listing is on W&I's Internal Content Publishing Process (ICPP) page at http://win.web.irs.gov/icp/wi_icp.htm.

  2. Any IRS.gov website user can submit an inquiry about the website by email, telephone call, or Web chat to the IRS.gov Help Desk (Help Desk). An inquiry can be a question, problem, or comment regarding the Web content and IRS programs. The Help Desk answers most inquiries received from the public within 24 hours.

  3. When an inquiry reaches the Help Desk, KRM checks it against a repository of known issues, e.g., pre-recorded (pre-determined) responses and Frequently Asked Questions (FAQs). KRM escalates inquiries the Help Desk cannot address to the W&I IRS.gov POC.

  4. If the inquiry falls within W&I’s purview, then KRM sends it to the W&I POC assigned to respond to Help Desk emails.


    KRM forwards tax account-related inquiries that require interpretation of tax laws and procedures to the appropriate IRS function for response.

    1. The POC determines which subject-matter expert (SME) within W&I would be the most appropriate party to answer the questions and designates a response timeframe.

    2. The Help Desk determines the priority and designates a response timeframe.

    3. The W&I POC forwards the email to the identified SME for response.

    4. The SME answers the inquiry and sends an e-mail back to the POC, who formats the response and sends it to the Help Desk with a copy to the W&I organization mailbox.

    5. The W&I POC keeps a copy of the e-mail in the personal folder.

Alternative Media Center (AMC)

  1. The AMC provides alternative media resources to IRS employees and taxpayers through publishing support for format selection, acquisition, production, and dissemination of IRS products required in accessible file formats.

Alternative Media Center (AMC) Products

  1. The AMC offers more than 1,800 alternative media formats of IRS published products. The items produced are a combination of public-facing and non-public-facing products.


    Non-public products include all items listed in public products.

    Public Products

    Product Type Formats Available
    Tax Forms Braille, e-Braille, large print, Section 508 compliant PDF and text
    Tax Instructions Accessible HTML, Braille, eBraille, e-Pub, large print and text.
    Tax Publications Accessible HTML, Braille, e-Braille, e-Pub, large print and text.

    Non-Public Products

    Product Type Formats Available
    Documents Accessible HTML, Braille, e-Braille, large print, Section 508 compliant PDF and Text.
    Internal Forms Braille, e-Braille, large print, Section 508 compliant PDF and text.
    Letters Braille, e-Braille, large print, Section 508 compliant PDF and text.
    Notices (internal) Braille, e-Braille, large print, Section 508 compliant PDF and text.
    Training Publications Accessible HTML, Braille, e-Braille, large Print, Section 508 compliant PDF and text.
  2. Staff produces alternative media products in both electronic and hard copy formats through:

    Alternative Media Products

    Product Type Products
    Government Publishing Office (GPO) Contracts
    • Program 106-S: Large Print Product

    • Program 1561-S: Section 508 Compliant PDF Files

    • Program 1582-S: Accessible Electronic Media and Document Accessibility Support

    • Program 3571-S: Braille Products

    • Program 3591-S: Braille Products (Ability One Program)

    IRS-owned production facility The AMC operates a production facility using high-speed embossers and printers to process Braille and large print orders. The facility is an on-demand operation that serves employees and taxpayers. In addition, AMC employees perform file management for these formats on multiple systems and applications including Enterprise Logistics Information Technology (ELITE), Account Management Services (AMS) and the Electronic Status Notice (ESN) to ensure uninterrupted distribution of accessible media through mainstream channels
    Conversion Tools AMC employees use conversion and transcription software to produce Braille and large print files. Remediation software is used to make PDF files comply with Section 508 of the Rehabilitation Act of 1973.
  3. AMC products can be ordered by employees and taxpayers.

    Products Available to Employees and Taxpayers

    Who can order... How to order...
    • Download accessible media from the Product Catalog Information page at http://publish.no.irs.gov/catlg.html

    • Visit the Order page at http://amc.enterprise.irs.gov/order.html on the AMC intranet site

    • Contact the AMC Helpdesk at altmc@irs.gov

    • Use the Order and Subscription anagement System (OSMS) at https://caps-as.enterprise.irs.gov/osms/views/homePage.xhtml

    • Order Braille and large print tax products through the AMC annual survey

    • Download accessible tax products fro the Accessibility pages at https://www.irs.gov/forms-pubs/accessible-irs-tax-products on IRS.gov

    • Request paper copies of Braille or large print tax products by calling the tax for telephone number at 800-829-3676

  4. AMC products are delivered based on the following turnaround times.

    AMC Deliverable Schedule

    Product Deliverable Timeframe
    Braille and large print products (in production facility are embossed/printed ) 7 to 10 business days
    Electronic files Immediate download
    Products Requiring Conversion  
    • Accessible HTML

    • Accessible MD Office files

    • Braille and e-Braille

    • Section 508 compliant PDF

    • Text

    • 4 to 6 weeks

    • up to 10 business days

    • 4 to 6 weeks

    • up to 10 business days

    • 2 to 4 weeks

AMC Services

  1. The AMC provides the following services:

    1. Customized accessibility solutions - The AMC works one-on-one with customers to meet their individual accessibility needs

    2. Document Accessibility consulting - The AMC works with employees to ensure their electronic content is accessible by people with disabilities and meets the Web Content Accessibility Guidelines (WCAG) and Section 508 standards.

    3. Helpdesk services - The AMC Helpdesk staff is available to assist employees Monday through Friday from 8:00 AM to 4:00 PM ET by e-mail at altmc@irs.gov. Employees can place orders for alternative media, inquire about the status of orders or get technical support for making electronic content accessible. All incoming requests are assigned a ticket number and placed in a contact management database for tracking purposes.

    4. Review and remediation for Section 508 compliance - The AMC can make PDF files accessible for people using assistive technology and can review and add accessibility to Microsoft Office files including Word, Excel and PowerPoint. The AMC works with employees to review and remediate electronic content to meet the requirements in the WCAG and Section 508 standards.

    5. Training and tutorials - The AMC provides HowTube videos and training tools for authors in the Learn section on the AMC intranet site at http://amc.enterprise.irs.gov/. IRS employees can also take the following courses in the AMC Section 508 curriculum on the Integrated Talent Management platform.

      AMC Section Curriculum

      The 508 Course Curriculum
      • 70100 - Introduction to Section 508 Curriculum

      • 70101 - Techniques for Creating Section 508 Compliant MS Word File

      • 70102 - Techniques for Creating Section 508 Compliant MS Excel Files

      • 70103 - Techniques for Creating Section 508 Compliant MS PowerPoint Files

      • 70104 - Techniques for Creating Section 508 Compliant PDFs using Adobe Acrobat - Basic

      • 70105 - Techniques for Creating Section 508 Compliant PDFs using Adobe Acrobat - Advanced

      • 70106 - Writing Alternative Text for Section 508 Compliance

      • 70107 - Using CommonLook PDF to Create Section 508 Compliant PDF files


    6. Web Services - IRS employees can visit the AMC intranet site at http://amc.enterprise.irs.gov/ to request services order alternative media and learn about the latest accessibility requirements, including tools to make electronic content compliant with Section 508.

      Accessible Formats

      The Accessibility pages at https://www.irs.gov/forms-pubs/accessible-irs-tax-products on IRS.gov provide taxpayers with accessible tax products in the following formats:
      • Section 508-compliant PDF files

      • Braille (e-Braille) and text tax forms, instructions and publications

      • Large print instructions and publications

      • HTML format for tax instructions and publications

      • e-Pub format for mobile devices


  2. IRS employees can request these services using the following methods:

    1. Visit the Request Section at http://amc.enterprise.irs.gov/request.html on the AMC intranet site.

    2. Contact by email the AMC Helpdesk at altmc@irs.gov.

Conversion of Taxpayer Notices

  1. The AMC converts notices sent in standard print format into braille or large print. Notices include any type of written contact from the IRS including correspondence and letters.

  2. IRS employees who receive a request from a taxpayer for a notice in an alternative media type should:

    1. E-mail the AMC Helpdesk at altmc@irs.gov and attach the notice with any information required to assist the taxpayer, or

    2. Prepare Form 4442, Inquiry Referral, and fax it with the taxpayer notice to the AMC at 855-473-2006.


      The AMC does not have access to taxpayer account information. If the AMC is unable to read the notice or if information is missing from the request, the notice will be returned to the employee and manager listed in Part 1 of the Form 4442 or the sender of the email.

  3. Taxpayers can request a standard print notice be converted into Braille or large print formats using the following methods:

    1. Fax a copy of the notice to the AMC at 855-473-2006 with a cover letter containing the taxpayer’s name, address, daytime telephone number and the preferred format.

    2. Mail a copy of the notice to the AMC at 855-473-2006 with a letter to request the preferred format.

      Internal Revenue Service
      Alternative Media Center
      400 N 8th St Room G39
      Richmond, VA 23219

  4. The AMC provides the notice in the preferred alternative format to the taxpayer within 15 business days.

AMC Marketing and Collaboration

  1. The AMC uses a variety of marketing and communication strategies to perform outreach, promote accessible tax products and develop partnerships with disability organizations to better understand taxpayer preferences.

  2. Utilizing social media allows the AMC to provide continuous information to taxpayers about the accessible tax products available on IRS.gov.

  3. Building relationships with advocacy groups who support people with disabilities and the aging population keeps us informed of their needs and allows us to share information.